We are partnering with a well-established financial services organisation seeking a customer-focused professional to join their Collections team. This team plays a vital role in supporting customers experiencing financial difficulty, helping them navigate complex situations while delivering fair and sustainable outcomes.

This position is ideal for someone who combines strong relationship-building skills with empathy, resilience, and a solutions-focused mindset. You'll be engaging with customers during sensitive circumstances, requiring the ability to ask thoughtful questions, actively listen, and communicate effectively to achieve positive outcomes.

Key Responsibilities

- Engage with customers experiencing financial hardship to understand their circumstances and identify appropriate support solutions.
- Build and maintain positive customer relationships through empathetic and professional communication.
- Negotiate and manage payment arrangements in accordance with internal policies and regulatory requirements.
- Maintain accurate and detailed records of customer interactions, agreements, and case progress.




- Work collaboratively with internal stakeholders to support customer outcomes and improve collection strategies.
- Prepare reports and provide updates on portfolio performance, customer feedback, and case activity.
- Ensure all customer interactions are handled fairly and in line with relevant industry and compliance standards.

Skills & Experience

- Collections experience in hardships or financial services
- Strong communication and interpersonal skills, with the confidence to manage challenging conversations while demonstrating empathy.
- Excellent problem-solving, negotiation, and decision-making abilities.
- High attention to detail with robust organisational and administrative skills.
- Ability to work autonomously and collaborate effectively within a team workplace.
- Sound understanding of hardship assistance, collections processes, and relevant regulatory obligations.
- A customer-centric approach with excellent time management and prioritisation skills.

Benefits

- Hybrid WFH
- Additional leave
- Bonus component

📌 Collections Officer (Sydney)
🏢 people2people - Sydney
📍 Sydney